User characteristics and the effectiveness of inclusive design for older users of public access systems
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Lebenswissenschaftliche Fakultät
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Abstract
Computer haben fast jeden Lebensbereich durchdrungen, was viele Vorteile - aber auch Herausforderungen - für ihre Nutzer mit sich bringt. Dies wird vor allem bei der Benutzung von Fahrkartenautomaten (FKA) oder anderer Technik im öffentlichen Raum deutlich, denn diese sollten spontan benutzbar sein, stellen gerade ältere Benutzer aber oft vor Probleme. Sind sie zu alt, um Technik zu benutzen? Diese Dissertation verfolgt zwei Ziele: Zum einen soll die Gebrauchstauglichkeit eines Fahrkartenautomaten (FKA) verbessert werden, indem zwei einander ergänzende Ansätze angewandt werden und die daraus entstehenden drei FKA-Varianten (Original, Video, Wizard) hinsichtlich der Kriterien der Gebrauchstauglichkeit Effektivität, Effizienz und Zufriedenstellung verglichen werden. Zum anderen wird der Einfluß des Alters und alterskorrelierter Benutzermerkmale auf die erfolgreiche Benutzung dieser funktional equivalenten FKA-Gestaltungsvarianten unter besonderer Berücksichtigung des Merkmals Computerwissen geschätzt. In einem zweifaktoriellen quasi-experimentellen Versuchsplan mit zwei (Alter: jung, alt) mal drei (experimentelle Bedingung: Kontrolle, Video, Wizard) Faktorstufen lösten 62 ältere (M=68 Jahre) und 62 jüngere (M=25 Jahre) Versuchsteilnehmer die selben elf Aufgaben: Die Kontrollgruppe nutzte einen simulierten FKA der BVG (Berliner Verkehrsbetriebe), die Videogruppe sah ein kurzes Instruktionsvideo bevor sie den selben FKA nutzte und die Wizardgruppe nutzte statt dessen eine umgestaltete graphische Benutzungsschnittstelle. Die Ergebnisse legen nahe, daß Technik im öffentlichen Raum durch die Integration einer minimalen Videoinstruktion oder eines aufgabenorientierten Wizards mit angemessenem Aufwand universell nutzbar gestaltet werden kann und daß nicht das chronologische Alter die erfolgreiche Nutzung des FKA beeinflußt, sondern altersbezogene Nutzermerkmale, welche gemessen werden können und sollten, um eine nutzungsgerechte Gestaltung zu ermöglichen.
Computer technology has permeated almost every sphere of daily living, bringing about many advantages - and challenges - for its users. This becomes particularly apparent for older people’s use of public access systems like ticket vending machines (TVM), which should be „walk-up and use systems“ but often pose challenging problems for them. Are they too old to use IT? This thesis aims to (a) improve the usability of a ticket vending machine (TVM) following two different approaches (teach or design) and to compare the resulting three TVM designs (original, video, wizard) regarding the usability criteria effectiveness, efficiency and satisfaction, and to (b) estimate the impact of age and age-correlated user characteristics on the successful use of these functionally equivalent TVM designs with a special focus on computer literacy. In a two (young, old) by three (control, video, wizard) factorial quasi experimental research design, 62 older (M=68 years) and 62 younger (M=25 years) participants solved the same eleven tasks: The control group used a simulated TVM of the BVG (public transportation in Berlin, Germany), the video group watched a brief instructional video integrated into the same TVM before using it and the wizard group used a redesigned wizard interface instead. MANOVA indicates that video and wizard substantially improved TVM usability, increasing effectiveness for the older groups from 52% to 80% and 88% respectively. Hierarchical regression analysis revealed that user characteristics had a strong effect on effectiveness of BVG-TVM use, but a weaker effect in the video (36%) and wizard (5%) conditions (universal usability). Results suggest that integration of minimal video instruction or a task oriented wizard design can make public access systems truly universally usable with reasonable effort and that not chronological age itself predicts successful TVM use, but age related user characteristics, which can - and should - be measured and designed for.
Computer technology has permeated almost every sphere of daily living, bringing about many advantages - and challenges - for its users. This becomes particularly apparent for older people’s use of public access systems like ticket vending machines (TVM), which should be „walk-up and use systems“ but often pose challenging problems for them. Are they too old to use IT? This thesis aims to (a) improve the usability of a ticket vending machine (TVM) following two different approaches (teach or design) and to compare the resulting three TVM designs (original, video, wizard) regarding the usability criteria effectiveness, efficiency and satisfaction, and to (b) estimate the impact of age and age-correlated user characteristics on the successful use of these functionally equivalent TVM designs with a special focus on computer literacy. In a two (young, old) by three (control, video, wizard) factorial quasi experimental research design, 62 older (M=68 years) and 62 younger (M=25 years) participants solved the same eleven tasks: The control group used a simulated TVM of the BVG (public transportation in Berlin, Germany), the video group watched a brief instructional video integrated into the same TVM before using it and the wizard group used a redesigned wizard interface instead. MANOVA indicates that video and wizard substantially improved TVM usability, increasing effectiveness for the older groups from 52% to 80% and 88% respectively. Hierarchical regression analysis revealed that user characteristics had a strong effect on effectiveness of BVG-TVM use, but a weaker effect in the video (36%) and wizard (5%) conditions (universal usability). Results suggest that integration of minimal video instruction or a task oriented wizard design can make public access systems truly universally usable with reasonable effort and that not chronological age itself predicts successful TVM use, but age related user characteristics, which can - and should - be measured and designed for.
Description
Keywords
IKT, universal usability, alternsgerechte Gestaltung, altersdifferenzierte Gestaltung, Technik im öffentlichen Raum, inclusive design, design for all, Fahrkartenautomat, ICT, universal usability, older adults, public access systems, inclusive design, design for all, ticket vending machines
Dewey Decimal Classification
150 Psychologie
Citation
Sengpiel, Michael.(2015). User characteristics and the effectiveness of inclusive design for older users of public access systems. 10.18452/17219